Customer Service Case Study: Fleet Management in Consumer Goods Industry
Product
- Accident Service
- Acquisition Service
- Financing Service
- Maintenance Service
- Personal Usage & Expense Tracking Service
- Remarketing Service
- Risk & Safety Service
Tech Stack
- Online Reporting Tools
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Cost Savings
- Customer Satisfaction
- Employee Satisfaction
Technology Category
- Functional Applications - Fleet Management Systems (FMS)
Applicable Industries
- Consumer Goods
Applicable Functions
- Logistics & Transportation
Use Cases
- Fleet Management
Services
- System Integration
About The Customer
The customer is a company in the consumer goods industry. They have a total fleet size of 270 vehicles, which are used for sales purposes. The company was previously working with a different fleet management company but was dissatisfied with the declining service levels. The drivers were not receiving the necessary support to keep their vehicles on the road and in compliance. As a result, the company initiated an RFP process to review the products and services provided by other major fleet management companies.
The Challenge
The customer, a company in the consumer goods industry, was experiencing declining service levels with their current fleet management company. Their drivers were not receiving the level of customer service and support they required to keep them and their vehicles on the road and in compliance. The customer initiated an RFP process to review products and services provided by major fleet management companies to improve their service levels.
The Solution
The customer selected Element Fleet Management based on RFP responses and demonstrated service levels. The customer enrolled in several services and was impressed with the implementation team and the entire onboarding process. Customer service levels improved dramatically and the customer had clear visibility into their total fleet expenses through Element’s online reporting tools. Element works closely with the fleet manager to administer the fleet program and ensure drivers’ needs are being met while saving the customer time and money on its fleet. Based on recommendations from Element, the customer moved from non-required SUVs to safer, more cost efficient 4WD sedans.
Operational Impact
Quantitative Benefit
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